Customer feedback, star ratings, and smart reviews

Customer feedback helps you understand what’s working and what needs improvement. storekit automatically prompts customers to rate their experience after orders and bill payments.

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How It Works

After a customer completes an order or pays a bill, they’re prompted to leave feedback:

1. Star rating - 1 to 5 stars for their overall experience
2. Written comments - Free-text field for additional feedback
3. Detailed ratings - Optional sub-ratings for Food, Service, Atmosphere, and Value for money

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Enabling Feedback

To enable customer feedback collection:

1. Go to Settings → Feedback
2. Turn on Enable feedback
3. Click Save

Once enabled, customers will see a review prompt:

• Orders: On the order status page after their order is complete
• Bill payments: In a modal after successful payment

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Smart Reviews

Smart Reviews help you capture positive reviews on external platforms like Google and Tripadvisor, while keeping constructive feedback private.

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How Smart Reviews Work

When a customer gives a 5-star rating:

1. They’re shown your configured external review links
2. They can tap to leave a review on Google, Tripadvisor, etc.
3. Their positive feedback appears publicly where it matters most

When a customer gives 1-4 stars:

1. They’re asked to explain what could be improved
2. Feedback stays private in your dashboard
3. You can address issues before they become public reviews

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Supported Platforms

The platform selector next to the review link field offers three options:

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Setting Up Smart Reviews

1. Go to Settings → Feedback
2. Scroll to Smart review links
3. Choose Google, Tripadvisor, or Yelp in the selector inside the link field, then paste your review page URL
4. Click Add a review link
5. Click Save review links

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Reviews Aren’t Appearing on Google

Ratings collected by storekit are not published to Google, Tripadvisor or any other platform. There is no review sync: storekit only invites the customer to leave a review themselves, and the review is theirs to write and post. What storekit actually does is show your review links to customers who rate you 5 stars. So if reviews aren’t showing up on Google, the usual causes are:

• No Google link is configured. Without a saved link for Google, a 5-star customer is never shown anywhere to go.
• The link is wrong or invalid. The URL must be a http(s) link on a Google domain (google.com, search.google.com, maps.google.com, g.page). Anything else is rejected when the customer taps it.
• Few 5-star ratings. Customers who rate 1-4 stars are asked what could be improved instead, and that feedback stays private in your dashboard. A low volume of 5-star ratings means very few customers are ever sent to Google.
• Customers didn’t finish. Being shown the link isn’t the same as posting a review — the customer still has to write and submit it on Google.

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Checklist

1. Go to Settings → Feedback and confirm Enable feedback is on.
2. In Smart review links, confirm there’s a Google entry with your review URL and that it isn’t marked deleted (deleted links appear faded, with an Undelete button).
3. Use View link next to the entry to open the URL and check it lands on the “Write a review” dialog for the right business.
4. Click Save review links if you changed anything.
5. Place a test order, open the review prompt and select 5 stars — you should see the leave a review dialog with your Google link. If only one review link is configured, it opens automatically in a new tab.

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Detailed Feedback Questions

For deeper insights, you can enable additional rating questions. When enabled, customers rate these categories separately:

• Food - Quality and taste of the food
• Service - Staff attentiveness and friendliness
• Atmosphere - Ambiance and environment
• Value for money - Whether pricing feels fair

These sub-ratings help identify specific areas for improvement.

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When Feedback Is Requested

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After Orders

For dine-in orders, customers see a “Review your order” button on the order status page. This appears when:

• The order is complete
• Order reviews are enabled
• The order wasn’t paid via Pay at Table
• No review has been submitted yet

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After Bill Payments

For Pay at Table payments, a review modal appears automatically after successful payment. Customers can:

• Submit their rating immediately
• Dismiss the modal (if allowed in settings)

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Viewing Feedback

Access all customer feedback from your dashboard:

1. Go to Feedback in the main menu
2. View ratings, comments, and trends
3. Filter by date range, rating, or order type
4. Export feedback data for analysis

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Webhooks

Receive real-time notifications when customers submit feedback: The webhook payload includes the star rating, comments, and any detailed ratings submitted. See Webhook Events for payload details.

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Best Practices

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